You are running a car-washing store with two other partners. You are concerned the issue of poor customer service that your store is facing recently. When any of the partners stays at the store, the workers seem to provide excellent customer service. But when no partner is supervising them at the store, the customers complain to you about such issues that the stains of the car are not being removed and the poor attitude of the workers etc. You are meeting today to address these problems with the partners.
Discuss the extent to which you perceive that there are work motivation problems in your store. (10 marks)
(b) How would you make use of any of the motivational theories to increase their work motivation in providing excellent customer service even when they are not being supervised by the partners at the store? Explain. (10 marks)
Question 6 (20 marks)
Employee theft is a common and serious problem across all businesses especially in the hotel industry where employees are exposed to large amount of cash transactions, tangible gifts, edible food and beverage items etc. As a hotel senior manager, you are asked to suggest three types of controls (feedforward, concurrent and feedback) in deterring or reducing such kind of employee theft. For each type of control, provide three sensible control measures with full explanation.
Employee theft is a common and serious problem across all businesses especially in the hotel industry where employees are exposed to large amount of cash transactions, tangible gifts, edible food and beverage items etc. As a hotel senior manager, you are asked to suggest three types of controls (feedforward, concurrent and feedback) in deterring or reducing such kind of employee theft. For each type of control, provide three sensible control measures with full explanation.
